Tier1/Tier 2 Support Engineer, Cloud VMS

Join our dynamic technical support team to focus on our dC3 Video Cloud support team as a Tier 1 / Tier 2 Support Engineer. In this role, you'll be instrumental in diagnosing and resolving issues related to cloud video streaming, connectivity, and camera integration for our global customers and partners. We seek a technically adept individual with a strong foundation in IP cameras and networking, a proactive approach, and a passion for learning cutting-edge video surveillance and cloud-native technologies. This is a contract to hire role.

Responsibilities:

• Provide Tier 1 and Tier 2 technical support for the dC3 Video Cloud product.
• Diagnose and troubleshoot issues related to camera setup, network configuration, connectivity, camera streaming, and account management.
• Utilize tools like ONVIF Device Manager, VLC, and Wireshark to simulate and resolve camera and video stream issues.
• Collaborate with customer IT teams on firewall configurations, NAT, DDNS, and port-forwarding to address network-level access challenges.
• Manage support tickets using Salesforce and ADO/JIRA, ensuring timely escalation and resolution tracking.
• Analyze logs, test integrations, and work closely with R&D and QA for bug analysis and product feedback.
• Contribute to documentation and knowledge sharing within the team.
  
  

Requirements:

• Strong ability to work independently, demonstrating accountability and self-learning.
• Excellent English verbal and written communication skills.
• Proficiency in IP camera setup and configuration, including video stream protocols (RTSP, HLS) and user access management.
• Solid understanding of computer networks, including routers, NAT, port forwarding, DNS/DDNS, and firewalls.
• Align with US time zone working hours.
• Occasional on-call participation for Severity 1 cases (Tier 2 only).
• Operate within a remote-first team environment that values autonomy and collaboration.
  
  

Preferred Skills (Training Provided):

• Experience with network scanning and troubleshooting tools.
• Familiarity with Docker containers, including installation and deployment on Linux and Windows systems.
• Basic Linux command line navigation and file handling.
• Understanding of REST APIs and usage of tools like Postman, Swagger, and curl.
• Proficiency in using browser developer tools for debugging.
• Familiarity with Android and iOS for mobile integration troubleshooting.
  
  

What we offer you?:

• Work at the intersection of cloud technology, video intelligence, and real-world applications.
• Gain exposure to advanced integrations with third-party systems.
• Join a team that values continuous learning, transparency, and solving real customer problems.
• Growth opportunities toward Tier 3 support, or other related career opportunities.
• 100% remote work environment.
  
  

Join Hexagon's physical security team:

• Be part of an extraordinary team dedicated to making a difference.
• Provide best-in-class support and help us create a safer world.
• Work in a dynamic, innovative environment with opportunities for growth and development.
  
  

If you are ready to take on this exciting challenge, please submit your CV in English as we are a global hiring team.